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Process documentationClaim Chargeback Recovery

 

You use this process to automatically exchange chargeback recovery data between SAP ERP and SAP CRM. This allows you to handle chargeback recoveries more efficiently, as the automatic process reduces the potential for error. The process is available for both funds-based and project-based chargebacks.

Note Note

Multi-currency handling is not supported in SAP CRM for the claim chargeback recovery process. The chargeback currency must match that of the chargeback recovery to which it applies. If you receive a payment in the wrong currency, or a payment for two chargebacks in different currencies, the easiest solution is to return the payment to the customer and request that they resubmit it in the correct currency.

The other option is to use SAP ERP to split out the payment that is in the incorrect currency and then convert it. For example, you send two separate requests for repayment to a customer. One request is for EUR 100, and the other request is for USD 100. Instead of sending two payments in the requested currencies, the customer returns a single payment of EUR 175 (USD 100 = EUR 75). You split out the EUR 75 and convert it to USD 100. This allows you to transfer the two payments, each in the expected currency, to SAP CRM.

End of the note.

Prerequisites

You have activated the business function Claims and Funds Management (CRM_CF_1).

You have completed the settings described in SAP Dispute Management in SAP CRM. You have also completed the settings described in “Configuring Claims Management Integration” and “Configuring Dispute Management Integration” in the basic settings for Marketing, under specific setting for TPM, in your SAP Solution Manager system.

Customizing in SAP CRM

You have defined the following in Customizing for Customer Relationship Management:

  • Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Number Ranges End of the navigation path

  • Start of the navigation path Claims Management Next navigation step Claim Chargeback Recovery Next navigation step Map Systems to Transaction Types End of the navigation path

Customizing in SAP ERP

You have defined the following in SAP ERP Customizing for Financial Supply Chain Management:

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step Activate Claim Chargeback Recovery Process End of the navigation path

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step Define Reason Codes End of the navigation path

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step Activate Database Indexes End of the navigation path

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step Define Payment Advice Types End of the navigation path

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step BAdI: Assignment of a Payment Item to Invoice Items End of the navigation path

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step BAdI: Check of a Line Item for Payment Relevance End of the navigation path

  • Start of the navigation path Dispute Management Next navigation step Process Integration with Accounts Receivable Accounting Next navigation step Integration with Claims Management Next navigation step Automatic Claim Chargeback Recovery Process Next navigation step Transfer Payment to CRM End of the navigation path

You have made the settings for this function in SAP ERP Customizing for Integration with Other mySAP.com Components under Start of the navigation path Customer Relationship Management Next navigation step Settings for Financial Accounting Next navigation step BAdI: Transfer Payment to CRM End of the navigation path.

Process

  1. In SAP ERP launch transaction FB01, then enter and save the information from the customer payment.

    Note Note

    You can also use lockbox processing to create the incoming payment and post it to the account.

    End of the note.

  2. In SAP ERP launch transaction FB03, then display the customer payment.

  3. Select Addtnl components, and then select Create CRM Recovery from the list of components.

  4. Select Create CRM Recovery from the options for recovery processing.

  5. Select Refresh when the message log indicates that the payment has been transferred to SAP CRM.

    The message log is located beneath the recovery processing options. The refresh process retrieves the creation status of the claim chargeback recovery from SAP CRM.

  6. Select Display CRM Recovery from the options for recovery processing.

    This navigates you to SAP CRM, where you enter your SAP CRM logon data and select the Trade Claim Professional role. The system navigates to the overview page for the relevant claim chargeback recovery. This contains the payment details you entered in SAP ERP.

    Note Note

    While SAP ERP automatically takes you to the overview page in SAP CRM, you can also search for claim chargeback recoveries from within SAP CRM.

    End of the note.

  7. If required, perform any of the following activities in the claim chargeback recovery overview page:

    • Add one or more chargebacks

    • Distribute the repayment amount across all chargebacks by entering the assigned amount

      For example, if the repayment amount is USD 100, you can assign USD 40 to chargeback A and USD 60 to chargeback B.

      Note Note

      You must assign the complete repayment amount, meaning that the assigned amount must equal the repayment amount.

      End of the note.

    • Read existing attachments and add new ones

    • Create and update the parties involved

  8. After you have finished processing the claim chargeback recovery in SAP CRM, release it.

    SAP CRM then transfers the following back to SAP ERP: the payment ID, dispute case IDs, amounts, and currency. SAP ERP then applies the payment to the open items related to the dispute cases. In cases where more than one open item is found per dispute case, the older one takes precedence.

  9. If required, archive the claim chargeback recovery.

    The archiving object name for claim chargeback recovery is CRM_CLACCR.

More Information

Authorizations in Claims Management

Data Archiving in SAP CRM

SAP Library for SAP ERP on SAP Help Portal at Start of the navigation path http://help.sap.com/erpInformation published on SAP site Next navigation step SAP ERP Central Component Next navigation step Financials Next navigation step SAP Financial Supply Chain Management (FIN-FSCM) Next navigation step SAP Dispute Management for FI-AR (FIN-FSCM-DM) End of the navigation path.